About our medical concierge and medical evacuation services

West Indies Assistance provides medical repatriation and concierge services throughout the Caribbean.

Wherever you are in the world right now, on a business trip or honeymoon, you can unfortunately get sick or have an accident.

However, in many countries, the level of quality of medical care is inadequate.

In that case, the only solution is to have you repatriated to an ad hoc hospital structure if a return to your country of origin is not possible due to your state of health.

This is precisely where the experts of West Indies Assistance come in: we set up the organization of a medical plane (presence on board of a medical team with its equipment) or of a medical transport by airliner.

In a few hours, we organize and carry out your medical repatriation from bed to bed wherever you are.

West Indies Assistance : Medical repatriation and concierge service

Our mission: To optimize access to health care around the world

Need medical repatriation or concierge services?

In the case of a medical repatriation by air, the ground ambulance receives the patient on the spot and transports him directly to the airport accompanied by its medical escorts. After landing, the ambulance crew waits for the patient to be taken to the destination hospital with the medical team.

Our medical concierge will manage the reception of an autonomous patient and his family.

West Indies Assistance is the trusted partner for insurance companies, assistance companies, mutual insurance companies and companies wishing to insure the health of their policyholders or personnel by controlling their costs and allowing access to excellent medical care for as many people as possible.

To meet this objective, West Indies Assistance has developed a partnership agreement with the University Hospital of Martinique and offers a range of services to accompany the patient from his point of departure to his arrival in Martinique and throughout his scheduled stay in hospital.

Our goal? To allow you to have emergency access to the technical platforms of the University Hospitals of Fort de France in Martinique and Pointe-à-Pitre in Guadeloupe.

Our assignments can be summarized as follows:

  • To provide an efficient medical repatriation service from the Caribbean to the French West Indies;
  • To provide the highest quality service for the safe and timely transport of our patients;
  • To be our customers’ partner in local assistance;
  • Responding to the new challenges of access to care caused by the health crisis related to the coronavirus ;
  • To provide all Caribbean inhabitants with a local solution in terms of access to specific care of excellence not available in their country.

These services cover a wide spectrum, ranging from the organization of medical appointments to health care support for patients and their families in some cases.

We are constantly improving our offerings to cover all stages of effective, patient-friendly health care:

  • Management of health care procedures
  • Patient orientation
  • Teleconsultations
  • Optimization of care pathways
  • Health check-up
  • Medical Concierge

Our vision and values

Our services offer you the possibility to have a positive impact on the health of your policyholders, your employees or your citizens while controlling the costs related to this sector.

Our services guarantee you a global quality service in a safe environment:

  • Second opinion
  • Sending a physician on premises to evaluate the patient
  • Teleconsultation
  • Connection with the destination hospital

We are surrounded by a caring, motivated team trained in the use of tools and the implementation of adapted and proven processes.

In addition, we rely on medical and non-medical referral partners that we select and evaluate before entering the scene. Thanks to the daily work of our team and the great diversity of our offers, we are able to guarantee a high quality service.

Putting people at the heart of our priorities

The patient’s well-being is our top priority. We consider the person and their loved ones as members of our family. We treat them with the respect and consideration they deserve.

Users are treated with respect, regardless of their age, social condition, ethnicity or preferences, whether religious, cultural, social or sexual.

Transparency on costs incurred

West Indies Assistance’s Finance and Administration Department reviews and monitors expenditures on an ongoing basis.

The price of a medical repatriation and hospitalization at the University Hospital can vary according to the means of transport chosen, the pathology, the equipment carried, and these costs can reach several tens of thousands of euros depending on the origin and destination.

The costs incurred during a medical repatriation can be covered, totally or partially, by insurance, social security, mutual insurance or the Ministry of Foreign Affairs.

This rate will depend on several factors:

  1. The patient’s health status
  2. Nationality (European health insurance card for Europeans)
  3. The urgency of the situation
  4. Duration of the flight
  5. The presence of a medical team or medical equipment
  6. Chartering a medical aircraft

We establish a detailed and personalized estimate for each case.

Quality medical support

Above all, we want to enable users to receive the right care, by the right professionals, in the right structures and, above all, at the right time.

This is why our ambulance drivers, nurses and doctors all have solid experience and are well versed in the gestures of emergency care.

Our strength lies in the ability of our agents to respond to all requests relating to the preparation of the stay.

We provide a response adapted to the particular needs of each person with specific tools following strict disinfection procedures.

Our nursing staff is equipped with advanced medical equipment (scopes, electric syringe pumps, evacuation cases, oxygen concentrators, transport ventilators…).

Patients can participate in the therapeutic decisions that concern them while remaining in constant contact with their insurance or assistance.

Respect for the privacy of patients

West Indies Assistance develops close internal collaborations to meet specific hospital needs and manage international health operations.

Patients’ rights and personal data are further protected against confidentiality violations, fraud and misuse of private information.

Thus, our information systems meet the requirements of the European GDPR (General Data Protection Regulation) and French HADS (Hosting of Authorized Data Security) certifications.

The excellence of our service is based on our ability to adapt to all requests to ensure the satisfaction of our customers.

Our multidisciplinary team

Because each patient is different and requires appropriate resources and a flexible team, we do our utmost to provide you with a high quality medical repatriation.

Our highly experienced operational team is the driving force behind our quality and efficiency:

  • Diane HECKEL Founder and CEO
  • Dr Annette GIRARD-CLAUDON Qualfied doctor working in the French health system
  • Marie Yannick AGASSEAU Operations manager
  • Juliane PINGRAY Deputy coordinator
Diane Heckel

Founder and Executive Director


Graduate physician in the French health system.

Marie Yannick AGASSEAU

Operations Manager


Assistant Coordinator

Previous slide
Next slide

Our jobs

Our loyal team is composed of highly qualified professionals. Their strength? The richness of their professional experience (medical, paramedical, marketing, IT, hotel industry, management control…).

A medical director, a doctor specialized in emergency care and medical evacuation, supervises and ensures the smooth running of the service.

An international medical concierge and patient transport service

West Indies Assistance
offers you a medical concierge service . This is a real guarantee for the smooth running of your health procedures.

The world of health care is opaque, unequal in access and often systemic. This is leading to a growing trend of companies, large and small, and insureds, using medical concierge services like ours. As such, our structure offers you comprehensive health care accompaniment in all circumstances.

The West Indies Assistance teams comes together with a common goal:

Valuing proximity to clients to provide highly effective, first-class care and support, 24 hours a day, year-round and at the lowest possible cost.

We provide our clients (insurers, mutual insurance companies, companies and institutions) with services that cover the various stages of the care process (prevention, diagnosis, support, care and follow-up). We offer our clients (insurance companies, mutuals, businesses and institutions) a full range of solutions including

  • Medical expertise;
  • The use of new technologies and innovation;
  • Coordination of a qualified network of health professionals, TPAs, multidisciplinary teams close to the patients and paramedical partners.

Areas of intervention

West Indies Assistance does not only offer medical repatriation, i.e. the transfer of patients to their country of origin. We also organize medical evacuations (or EVASAN).

These transports aim to evacuate a patient from a place where health care is insufficient to a suitable structure with a European standard technical platform.

International medical evacuation in the Caribbean area and to Europe

Performing a medical evacuation requires significant administrative, technical and logistical preparation. Some steps are even real headaches (medical documentation, evaluation of the patient’s ability to travel, organization of the medical team and the means of medical transport, requests for authorizations, etc.). For all these reasons, the West Indies Assistance teams take care of all these operations in order to relieve you as much as possible during your medical evacuation or that of your loved one. No matter the disability or illness.

West Indies Assistance covers the Caribbean basin.

Insurances, mutual insurance companies, contact our team who will study your client’s case with great reactivity and will define the most adapted transport according to his state of health (Air Ambulance, commercial flights with or without stretcher, Wings to Wings…).

Thanks to its thorough local knowledge and it´s patient’ expectations, West Indies Assistance can offer medical evacuation and repatriation services adapted to all situations, from Europe to our region or to other continents:

  • To the European Union
  • to Latin and Central America
  • to Canada, USA
  • to Asia

A medical concierge for the entire Caribbean

West Indies Assistance offers concierge services in the health field. With our agents, take advantage of your care with the best specialists in France, the Caribbean and abroad.

We strive to respect your choices and the confidentiality of your stay.

Benefit from medical coverage and access to care throughout the Caribbean and beyond.

Areas served

  • US Virgin Islands
  • British Virgin Islands
  • The Bahamas
  • Cuba
  • Jamaica
  • Haiti
  • Dominican Republic
  • Cayman Islands
  • Turks and Caicos Islands
  • Puerto Rico
  • Anguilla
  • Antigua & Barbuda
  • St. Louis Martin
  • Sint Maarten
  • Saba
  • Saint Eustatius
  • Saint-Barthélémy
  • Saint Kitts and Nevis
  • Montserrat
  • Guadeloupe
  • Dominique
  • Martinique
  • Saint Lucia
  • Saint Vincent and the Grenadines
  • Grenada
  • Barbados
  • Trinidad and Tobago
  • Aruba
  • Bonaire
  • Curacao

For your inter-continental medical repatriations, West Indies Assistance has also developed, in Paris, a structure dedicated to medical transport by airliner.

We can accompany you all over the world, whatever your final destination.